What the CQC found at Victoria Manor

Inspectors saw staff speaking calmly, giving reassurance and respecting people's privacy, dignity and choices.

“Staff were caring and considerate in their approach to people and did not rush people when supporting them.” from the report

Staff had essential training and new staff received an induction before working independently. Staff understood people's care needs and the importance of consent.

“New staff received an induction to the home that helped them to understand the individual needs of the people who lived there.” from the report

People were offered meals, snacks and drinks, with attention to dietary needs and extra calories where required.

“People were provided with a choice of meals and these looked hot and appetising. Snacks and drinks were provided throughout the day” from the report

People were supported to see GPs and other health professionals when needed. Inspectors saw examples of action being taken when health concerns were identified.

“People accessed healthcare professionals when needed. A GP visited the home each week and people were also supported to attend regular health checks” from the report

The home used audits, staff meetings and action plans to identify problems and make improvements.

“Regular audit checks were carried out at the home such audits of falls and people's weights so that any concerns were identified and addressed.” from the report

Medicine records did not always show clearly whether medicines had been given, refused or missed. Some instructions, including for a pain relief medicine given when needed, were incomplete.

“When we checked medicine records, we found these were not always managed effectively.” from the report

People and staff reported mixed experiences when agency staff were working. Rotas showed at least one Sunday with fewer care staff than planned, and the rota codes were unclear.

“Sometimes people were supported by agency staff who didn't know their needs well.” from the report

Some records did not show that personal care, drinks or other planned support had been provided. This made it difficult to confirm that care had been delivered consistently.

“There was a risk that people did not always receive care and support as planned.” from the report

Some hot water pipes were uncovered and could have caused burns if someone fell against them. The provider told inspectors the pipes were covered after the inspection.

“However, we found there were uncovered hot pipes in some areas of the home that could place people at risk if they should fall against them.” from the report

The wellbeing co-ordinator post was vacant, and some people wanted more outings. Some people were also unclear about who they could complain to, while one family said their concerns had not initially been handled well.

“People told us there were activities provided at the home but some said they would like to be out more.” from the report